sharing the costs of sports activities
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Oferta pracy
IT Operations Controller (ITIL)
Fujitsu Technology Solutions Sp. z o.o.About the company
- Greater PolandGreater Poland
- offer expired 2 years ago
- contract of employment
- full-time
- junior specialist (Junior)
- home office work, hybrid work
- remote recruitment
Technologies we use
Expected
ITIL
About the project
IT Operations Controller main responsibility is to control, coordinate and cooperate with Business Units, Customers and higher/ lower level support functions in specific aspect of the ITIL process in Service Management area as well as to support and execute specified process raised by Customer or Service Manager.
Your responsibilities
- following established processes/ systems and recommending improvements to resolve routine customer queries,
- delivering required service levels and meeting or exceeding customer expectations,
- monitoring of performance through statistical reporting and analysis,
- analyzing and identifying areas of service improvement to ensure customer satisfaction,
- preventing negative tendencies by appropriately raising and responding to gaps in performance and progress,
- owning and taking responsibility for customer problems and issues to resolution,
- building and enhancing strong customer relationships,
- controlling incident resolution to agreed service levels,
- operating as an escalation point in a dispute or uncertainty about the appropriate resolver group for an incident, and when the closure of an incident is disputed by a user,
- ensuring that all processes, procedures, and work instructions are followed by all relevant parties,
- monitoring and reporting the effectiveness of procedures.
Our requirements
- excellent communication skills – written and verbal,
- fluency in English (at least B2),
- good knowledge of MS Office – especially MS Excel,
- understanding of ITIL Service Management Processes or readiness to deepen it,
- strong organizational skills,
- availability to work full time – Monday to Friday from 9-17 or 8-16.
Optional
- previous experience as a Service Desk Agent/ Advisor would be an additional asset,
- interest in IT operations/ service management.
What we offer
- remote work
- continuous development
- initial training preparing to work
- laptop and if necessary – office inventory (chair, lumbar support pillow, etc.)
- introduce a friend program
Benefits
- private medical care
- sharing the costs of foreign language classes
- sharing the costs of professional training & courses
- life insurance
- remote work opportunities
- flexible working time
- retirement pension plan
- extra social benefits
- holiday funds
- employee referral program
- charity initiatives
- one shorter working day
- extra leave
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IT Operations Controller (ITIL), Greater Poland